5 Integral Techniques Top Phone Agents Use To Make Customers Happy


Conducting business over the phone requires special skills. Individuals who know how to manipulate their tones of voice while providing accurate information make up the most skilful of phone agents. Of course, there are many other tricks to the trade that a talented phone agent must have. But there are some integral techniques that every single person who works on the phone must use if they wish to make their customers happy.

Here are five:

1. Paying attention to detail.

This truly is a skill. It’s requires a lot more than simply listening. It involves a keen sense for what your customers need and want. Someone who has experience on the phone often gets a good understanding for how to interact with customers based on his/her previous interactions with like-minded clients. Picking up on certain patterns and habits enable the best phone reps to anticipate requests and appropriately manage concerns.

2. Displaying empathy.

The best phone reps never forget that they are dealing with other human beings on the phone – not numbers, not dollar signs, not opportunities-for-bonuses – human beings. As a result, they engage in meaningful conversations that add to the overall customer experience. They also express concern and sympathy if their clients are going through tough times. This relationship-building skill goes a long way in keeping customers happy.

3. Owning up to mistakes.

Talented phone agents make clear that they too are human. And, as we all know, humans make mistakes. Owning up to them makes all the difference in the world in the making-customers-happy game. Making excuses and avoiding responsibility is a great way to turn customers off. The best phone reps know exactly how to apologize and make up for errors. That way, they both maintain and grow their lists of happy clients.

4. Going above and beyond the call of duty.

Customers appreciate receiving those “little something extras”. Sometimes, the smallest gestures and have the biggest impacts. Going the extra mile for a customer can be as simple as wishing “good luck” when knowing a client has an important event up ahead. It can also take the form of a money-saving gesture such as the offering of free shipping or a freebie in a forthcoming delivery.

5. Under-promising.

Smart phone reps know never to dig themselves into holes by offering things they can’t guarantee. Take, for example, the date by which a shipment is supposed to arrive. Talented agents, who know that the product will be there by Friday, tell their customers that it will arrive “by early next week”. When the product comes “early”, the customer is pleasantly surprised and generally happy to have entrusted the business that sent it.

At SIClytics, we know how important it is for call centre managers, all across Canada, to employ the strongest of phone agents at their companies. As a result, we offer innovative services that enable them to monitor performance and track the results of their reps. Those services include Live Call Monitoring and Telemarketing Reporting. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Finding Ways To Locate The Best New Hires For Your Call Centre


Call centre employees are generally comprised of enthusiastic individuals who are driven to close sales and create memorable customer experiences. Phone agents are especially mindful of the importance of developing strong relationships with their customers, knowing that repeat business is a huge part of what makes them successful. But, needless to say, not all call centre reps are created equal.

There’s something to be said about the individual who is able to foster and develop strong relationships with customers over the phone. It’s a special skill. After all, when you’ve never met a person face-to-face, but can say that you’ve developed a strong rapport with that individual, you’ve demonstrated a fascinating talent. There are, of course, a number of talents you’re looking for in an individual that you plan on hiring to be part of your call centre.

Do your job applicants have what you’re looking for? What are the most important aspects of a candidate for your call centre?

Look for excellent communicators.

This should probably go without saying. But hiring managers in call centres should pay extra special attention to the ways in which their job applicants speak – both over the phone and during face-to-face interviews. How do they articulate themselves? How pleasant are their tones of voice? Good communicators aren’t just good speakers, they’re great listeners as well.

On BlueOcean.ca, Cathy Biddulph highlights the importance of listening skills in a call centre agent. “Although good listeners can be difficult to find, hiring an agent with excellent listening skills nearly guarantees their success in the voice channel,” she insists, “So don’t ignore the importance of the Auditory element in off-phone channels such as email, chat, or social media.”

Look for people who are detail-oriented.

As you’re well aware, a call centre agent will be on hundreds of phone calls on a daily basis. Being able to keep track of the various leads and differentiating them between potential customers and completely disinterested parties will be helpful in boosting sales and providing overall customer satisfaction.

Paying attention to detail is key in a call centre. And, as Chris Fields points out on SmartRecruiters.com, a phone agent who lacks attention to detail can cause a company a lot of problems. “Most jobs require attention to detail but in the call centre it’s amplified because one wrong, misused or missing word or step could cause a different problem,” he explains, “Poor documentation could lead to duplicate work, and future training process tougher.”

Look for tech-savvy workers.

It’s 2017. It shouldn’t be too hard to find job applicants who are up on the latest technologies. This isn’t to say that you need computer wizards to run your phone lines. However, it would certainly be helpful to your organization to find candidates that are logical and able to process information using your computer software.

“Digital people are systematic and work well with a laid-out process,” says Biddulph, “These digitally-driven agents enjoy solving problems and are primed for navigating complex processes.”

At SIClytics, we know the importance of having talented call centre agents to help make your business successful. We’re also very proud of the fact that our fortune 500 features and functions such as our Call Tracking and Live Call Monitoring services help to make call centres all over Canada a lot more successful.

Take our product tour for more information. And, if you have any questions, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 New Year’s Resolutions To Make For Your Call Centre

Business people with headsets using computers in office
With a new year almost here, most business owners are considering ways in which they can improve their companies. Yes, it’s New Year’s Resolutions time! No matter the industry you’re in, you’re bound to want to increase profits and drive up customer satisfaction. Of course, that includes call centre businesses who know – arguably more than anyone else – what it means to focus on driving both sales and customer satisfaction.

Here are three New Year’s Resolutions to make for your call centre:

1. I’m going to publicly acknowledge my staff members more often. Please, don’t ever underestimate the power of employee morale. Injecting energy and enthusiasm into your phone agents should be something you do on a daily basis. Perhaps, you missed out on doing that in 2016. When the calendar flips over, it will be time to – likewise – turn over a new leaf.

Acknowledge the great work done by your staff at your meetings and reward those who perform at high levels. This will encourage other members of your staff to follow suit and work harder in order to achieve the same accolades. In many cases, it will be wise to offer bonuses and incentives to your top performers. But, most often, a pat on the back and a genuine show of appreciation will go a long way in keeping your phone agents motivated to perform at their best.

2. I will offer feedback more regularly to my phone agents. The SIClytics Blog has very often championed the need for call centre managers to provide helpful feedback to their staff members. Remember that “helpful” feedback can be either positive or negative. Constructive criticism, advice and helpful tips will always be necessary in the call centre environment. Phone agents often need assistance in order to continually get better at their jobs.

What call centre managers know better than most team leaders in other business types is that monotony can really wear on people. Sales agents who constantly hear objections need reminders that things will eventually pan out. By learning new ways to overcome objections more effectively, answer questions more concisely and handle customer complaints more calmly, your team members will be become more confident and therefore more productive.

3. I will supply my team with the best tools to do their jobs effectively. In many cases, a phone agent can only perform as well as the technology that he/she uses allows him/her. Are you still using age old telephone equipment and having your staff members manually dial their leads? Are you still recording your calls and listening to them after your phone agents have ended them? Perhaps, it’s time to invest in new phone equipment and phone services.

“The customer service agent is the essential starting point of a chain reaction that will determine how effectively the company will compete, grow or retain revenues, build customer loyalty, and keep existing customers in order to survive,” says Guy Tweedale on CallCentreHelper.com, “It is important that these agents are given the tools necessary to enable them to deal with your customers.”

At SIClytics, we’re happy to help you realize each of these New Year’s Resolutions. We offer a fantastic Live Call Monitoring service that allows you to listen in to live calls and whisper feedback to your phone agents while they are on them. As well, we offer Lead DaFeeder which enables you to create, assign and distribute lead campaigns to your team using a web-based system that also allows for one-click dialing.

For more information about these and any other service that we offer, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Happy holidays!

How Can You Make Life Easier At Your Call Centre?

Attractive young woman in suit sitting at call center office and working.
There’s no question that this is the busiest time of year for most businesses across Canada. As a result, it’s quite likely that the call volumes at your call centre have picked up. Needless to say, this can be stressful for your phone agents. Whether they are performing outbound calls or receiving inbound calls, it’s quite likely they are busier than ever. As a call centre manager, it’s your job to help your team to not lose its energy or slack on its dedication to excellent customer service.

What can you do to make life at your call centre easier? Start off with stepping up your feedback sessions. Always keep in mind that feedback is necessary for call centre agents. And we definitely mean both the good and bad kind. There really is no bad kind of feedback though. Constructive criticism and words of advice are important so that your agents can learn from their mistakes to become stronger at their jobs. However, you always want to offer words of appreciation for jobs well done.

Both types of feedback are needed to keep confidence levels high and performances at their best. The holidays are exciting times, but they can be stressful as well. With high call volumes, members of your staff can feel overwhelmed. When they get inundated with what feels like too many calls, it can impact their days in negative ways. People need breaks. Take your team members off of the phones for just a few minutes each day to provide them with some extra motivation.

How important are team meetings in the morning? During this time of year, those morning meetings are more important than ever. It’s wise to keep the moods of your staff members as positive as possible. The holiday spirit is something you need to inject in each member so that they are encouraged to do the same when they’re on the phone. The key to securing customer satisfaction is having the same type of high quality customer service every time your customers call.

It shouldn’t matter who your customers speak to, the type of customer service being received should be at the same high level. Morning meetings help to get everyone on the same page. Encourage your agents to share their concerns, ask questions and even offer up their own tips and advice. The more you encourage teamwork and team building in the morning, the easier everyone’s days should be.

How important is it to utilize modern calling technology? It should come as no surprise to you that, at SIClytics, we believe that the software you use to make your phone calls is of paramount importance to the success of your call centre. We offer a fantastic service known as Lead DaFeeder. It’s an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions.

Lead DaFeeder rethinks how web-based technology can help small and medium-sized businesses manage their telemarketing, customer acquisition and political survey strategies. It delivers a feature-rich set of processes that enhances effectiveness, drives sales, improves customer satisfaction and provides insight into performance.

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Proper On-Hold Procedures Spare Customers From Wasted Time

Smiling businessman put on hold in his office

People hate waiting. It’s just one of those facts of life. With the holiday shopping season now upon us, you’ll begin to notice this a lot more. Frustration will build as shoppers look for unavailable parking spots. Agitation will climb as those same shoppers wait in line to pay for their purchases after finally making their way to the items they were looking for. And let’s not forget the massive increase in customer service requirements that will come with the upcoming holiday shopping rush.

As an owner or manager of a business that employs customer service representatives, it’s pretty important to impart on your team of phone agents that people hate waiting. As a result, your employees should endeavour to service their callers as expeditiously as possible. Now, by no means does this mean that calls should be rushed. It means that as little of your callers’ time should be wasted as possible.

How can you ensure that your callers don’t feel that their time is being wasted? A huge part of that will involve your on-hold methods. There’s bound to be numerous occasions when your phone agents will have to place their callers on hold while they complete important tasks. And, for many people, being put on hold is a waste of time. Making callers feel as if their time is not being wasted will have a lot to do with how they’re placed on hold.

What is the proper way to place someone on hold? Firstly, it’s all about asking. Instead of informing a caller that a hold is necessary, be sure to ask if it’s okay. “May I place you on hold for a minute or two while I locate that information for you?” is an ideal approach. You’ll notice that this approach also includes a time frame. This is of vital importance. Letting your caller know how long he/she will be on hold will help to stave off impatience.

If your time frame is being approached and you’ve not yet completed your task, it’s best to go back on the line to ensure that the caller is aware that you’re still working on his/her request. Offer a new time frame – keeping it short – to put the caller’s mind at ease about how long of a wait will have to be endured. It’s also a good idea to provide a quick explanation of why more time is needed.

When returning from the hold, it’s also important to thank the caller for his/her patience. An apology can also go a long way. “Thank you so much for holding for me, I’m sorry to have kept you waiting” is an excellent approach to re-starting your conversation. A key to not letting a person think that his/her time was wasted is to declare how valuable the time spent on hold was. But it’s also wise to acknowledge that it may have been an inconvenience.

What are some on-hold no-no’s? Beware of interrupting. No matter how pressing an issue is, you don’t want to annoy or anger your caller. Be sure to wait for a break in the conversation before you initiate the on-hold process. As well, there may be instances when placing a customer on hold won’t allow you the time necessary to complete a task. Instead, a call back may be necessary. Be sure to call your customer back as soon as possible. Don’t expect him/her to call you back.

At SIClytics, we offer Live Call Monitoring services so that you can hear for yourself just how well your phone agents are doing at putting their customers on hold. The service enables you to both listen to calls live and jump in on the calls, if necessary. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Ways To Provide Excellent Customer Service Over The Phone

Depositphotos_10284014_m-2015Providing customer service in person isn’t quite the same thing as providing customer service over the phone. While there are obvious similarities, it’s important to note that facial expressions, body language and hand gestures go out the window during a phone conversation. As a result, it’s vitally important for customer service agents who work on the phone to be experts at inflection, tone and pacing.

That’s not all. Sounding nice and using pleasantries is only part of what makes for an excellent customer service experience over the phone. There are a number of specific techniques that should be used by all phone agents in order to provide the best customer service experiences possible. If you’re a call centre manager, it would certainly be advantageous to pass along the following suggestions.

Here are five ways to provide excellent customer service over the phone:

1. Acknowledge the customer throughout the call. By this, we don’t just mean that you should use the customer’s name – which you should definitely do. It’s also important to acknowledge the specific comments made by the customer. If he/she points out a problem with your product or service, you should respond by informing him/her that you’re empathetic towards the concern. If he/she reports satisfaction, be sure to offer your show of gratitude. It’s important to show all of your callers that they are valued.

2. Be an active listener. Many customer service agents become complacent in their roles because they get used to saying the same things over and over again. This can be dangerous. You never want to automatically assume you know how to resolve a caller’s issue. Be sure to listen so that you can make out the specific and unique concerns or requests of every customer. By actively listening, you’ll be able to better pinpoint solutions to problems the first time they are raised.

3. Don’t keep customers waiting. Does anyone like waiting? It doesn’t matter if you’re in a checkout line, at a red light or in a calling queue, waiting is never all that much fun. Do your best to answer calls quickly and minimize hold times. Of course, putting callers on hold will certainly be necessary from time to time. Just be sure to inform your caller of how long you expect the hold time to be and do your best not to keep him/her waiting any longer than the time given.

4. Be positive and upbeat. This may sound like a no-brainer tip. It’s pretty obvious that you should be friendly, right? But, keep in mind a point made earlier. Many phone reps get so used to the monotony of their jobs that they end up sounding like monotone robots – especially by the ends of their work shifts. Do your best to take small moments between calls to remind yourself to be energized during each call, treating them all like your first one of the day.

5. Don’t ever feel that you’re above an apology. In more cases than not, the problem had by your caller will not be one that is your fault. Nevertheless, apologizing on behalf of your company will generally be necessary. Sometimes, it’s important to apologize simply for the inconvenience that comes with having to make a call to correct a problem. Your empathy will go a long way in satisfying the customer, often retaining him/her after a dispute.

At SIClytics, we offer business owners a number of helpful services that enable them to better manage their call centre employees so that customer service over the phone can be vastly improved. They include Live Call Monitoring and Lead DaFeeder. For more information about these and other great services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.